Racker here, joined about five years ago. Spent some of that time in direct support roles and one of the things that we did was take a trip to Zappos, participate in their culture program. Routinely we would engage with other companies who we believed to be providing great service and find if there were ideas we could apply to our own product. Fanatical Support is home grown, but we definitely look to others in the industry who are doing it right.